"It's a lot of work, and it's expensive to think about customer experience and design your AI in a way that's going to be an enjoyable experience," said Michelle Schroeder, the senior vice president of marketing at PolyAI, which creates AI-based voice assistants.
"By corporate America's (sometimes dubious) telling, AI is basically the answer to everything, including customer service. Businesses say it's the way to unlock efficiencies and improve customer journeys..."
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